Webex Contact Centre

Kytec can design, deploy and manage your Cisco Webex contact centre. 

Webex Contact Centre is a feature-rich cloud solution, with no equipment required, that incorporates AI to automate simple repetitive requests and augment your human agents by sourcing the information required to solve customer problems, automate processes and connect with the right people in your organisation.  AI Agent and AI Assist allow you to provide human-like interactions across voice and digital channels, reducing call handing times, taking the load off your staff and improving the experience for your customers.

Melbourne Cricket Club (MCC) implemented Webex Contact Centre and Webex Calling to modernise their infrastructure and improve their customer experience. Integration with their CRM (Microsoft Dynamics 365, on-premises) helped personalise and speed up customer interactions; and integrations with WhatsApp and LivePerson, via the MCC App, created additional channels to offer customers choice and more efficient service.

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A cloud contact centre to improve student engagement, improve functionality, security and simplify University of Wollongong’s IT environment.

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• Cloud flexibility and scalability
  Webex Contact Centre is a cloud-native solution, providing businesses with unmatched flexibility and scalability compared with traditional on-premises or hybrid contact centres. Unlike legacy systems that require extensive hardware and maintenance, Webex allows organisations to scale up or down effortlessly based on demand. This is particularly beneficial for businesses with seasonal fluctuations in customer service needs, as it ensures they can quickly adapt without major infrastructure investments. Additionally, being cloud-based means agents can work from anywhere, enabling seamless remote or hybrid workforce models.
  
• AI and Automation
  Webex leverages AI-driven virtual agents, chatbots, and real-time transcription to enhance both agent and customer experiences. AI-powered analytics help predict customer needs, providing agents with contextual recommendations to resolve issues faster. This reduces average handling time (AHT) and improves first-call resolution rates, ensuring a more efficient and satisfying interaction for customers.
  
• Omnichannel
  Webex Contact Centre supports voice, chat, email, SMS, and social media interactions within a single unified platform, ensuring seamless customer journeys. Customers can switch between channels without losing context, while agents have full visibility into past interactions. This eliminates the frustration of repeating information and creates a more personalised customer experience.
  
• Security
  Webex offers enterprise-grade security and compliance features:  end-to-end encryption, role-based access controls, and compliance with key industry standards such as GDPR, HIPAA, and PCI DSS.
  
• CRM integration
  Webex Contact Centre integrates with leading CRM platforms like Salesforce, Microsoft Dynamics, and ServiceNow, ensuring agents have instant access to customer information –  eliminating the need for switching between multiple applications, streamlining workflows and improving productivity.